It's Christmas Day, and we have come to the end of this year's Christmas Spotlight. It proved very popular, and so today we have two extra spotlights to bring you. To conclude it's the turn of Jesper With-Fogstrup CEO at Provider of outsourced customer communication services,Moneypenny


1. What were you hoping to achieve by December when you sat down in January, and did you get there?

At the start of the year, we set out to achieve three things: strengthen our hybrid human + AI model, deepen our customer impact, and continue our strong growth plans in both the UK and US. Overall, we made good progress in all three areas.

We also wanted to make our 25th anniversary a year that honoured our history while accelerating our future - and we achieved that by enhancing our AI capabilities, expanding in fast-growing sectors like hospitality, and keeping culture at the centre of everything.

2. Tell us about three moments from 2025 that made you proud of your business.

First, our AI Voice Agent becoming part of everyday operations in a way that genuinely supports our clients and how work gets done.

Second, celebrating our 25 years with a workplace full of pride, energy and a sense of shared purpose; the atmosphere across our offices is extraordinary.

Third, the growth of the hospitality sector within the business, and the progress we’ve made in building capability and scale in that area over the year.

3. What's been your biggest headache this year?

One of the challenges has been helping businesses navigate the pace of AI adoption. There’s excitement, but also uncertainty. Many leaders feel pressure to implement AI quickly without a clear strategy. Guiding them responsibly and cutting through the hype requires real focus.

As we have expanded our services from call handling to appointment booking, meeting scheduling, CRM integration, and beyond, keeping operations simple, clear, and easy for clients is at top priority. Growth naturally adds complexity; our job is to remove it.

4. If you had to describe 2025 using a Christmas film title, which would you choose?

The Santa Clause from 1994 – a high-energy Christmas story about reluctant transformation: when ordinary, no-nonsense Scott Calvin accidentally becomes Santa, he’s forced to level up fast – taking on new responsibilities, embracing change, and discovering that growth often starts before you feel ready. Packed with humour, momentum, and heart, it’s a satisfying reminder that stepping into a bigger role can be surprising, challenging, and ultimately a lot of fun.

5. What's your number one priority when the office reopens in January?

Setting and reinforcing absolute clarity for the year ahead. January is about aligning everyone on purpose, priorities, and performance and accelerating the innovation and service expansion that will keep us ahead of evolving customer expectations.

6. Which business in the region has caught your eye this year?

I’ve been incredibly impressed by the continued momentum in the hospitality sector across the region, from boutique hotels to independent venues and vineyards. Many have embraced technology to elevate guest experience while keeping service personal. Their agility and creativity have been inspiring.

7. Crystal ball time: what does 2026 hold for businesses like yours?

2026 will be the year hybrid human + AI models become the norm rather than the experiment that it still is for some. Companies will expect seamless appointment booking, meeting scheduling, CRM integration, and personalised conversations at scale.

Trust will also become one of the most important performance indicators, and customers will choose businesses they believe use AI responsibly.

For us, the outlook is strong. The world is moving toward exactly what we’ve been building: frictionless, personalised communication that blends the best of humans and technology.

8. This Christmas, are you a "full production" household or a "feet up and telly" one?

After a big year and our 25th anniversary celebrations - a quiet recharge with family and friends and delicious food and drink sounds perfect. Most of the time, I’m out in the middle of nowhere—nature recharges me more than anything else.

9. Crackers, Brussels sprouts, or pudding – which one best describes your year?

Crackers. Full of energy, surprises, and moments that brought people together.

10. Which business book, podcast or piece of advice has been your "surprise hit" of the year?

The idea that clarity outperforms complexity has really resonated with me this year. It’s simple advice, but transformative. When you remove noise and sharpen accountability, performance accelerates.

11. As you wind down for the festive break, what are you most looking forward to switching off from?

The pace. It’s been an incredibly exciting year, but stepping back, slowing down, and giving my mind a little white space is something I really value over the holidays.

12. In twenty-five words or fewer, what would you say to your customers, teams and stakeholders as we head into 2026?

Thank you for your trust and partnership. Together we’ve built a remarkable year. Here’s to 2026, a year of clarity, collaboration, and limitless opportunity.